Reasons for implementing certified quality systems and impact on performance: an analysis of the hotel industry

Abstract

Certifying quality systems has become standard practice in a wide range of companies the world over. However, studies on these systems' underlying motivations and these motivations' effects on performance have focused primarily on industrial firms, leaving the service sector largely unexplored in this regard. In this article structural equation modelling is used to analyse the reasons that underlie certification and the effects of these motivations on performance parameters within the hotel industry. The findings in this study show certain significant differences from the academic findings for industrial companies. The conclusions may help managers of hotel companies to better incorporate quality as a strategic, proactive tool with which to confront changing or adverse economic circumstances.